Customer Service - Team Manager (DD)

McQueens Dairies; Glasgow; On-site; GBP 29,000 - 34,000; Full time

Job summary

A leading dairy company in Glasgow is seeking a Team Manager to oversee a Direct Debit team. This role is crucial for delivering exceptional customer service and managing team performance. Responsibilities include coaching team members, ensuring quality assurance, and implementing business strategies. The position offers a competitive salary and requires strong leadership skills and experience in customer service management.

Benefits

Free on-site parking

Responsibilities

• Manage a Direct Debit team, overseeing various operational outcomes.
• Coach and provide feedback to ensure team productivity exceeding KPIs.
• Ensure quality assurance of team outputs.
• Implement strategic business changes to enhance team performance.
• Cultivate a culture of world-class customer service.
• Advocate for company processes, identifying improvement opportunities.
• Collaborate with retention, marketing, and depot teams.
• Serve as an escalation point for customer queries.
• Conduct regular 1-on-1 meetings and call checks.
• Facilitate return to work meetings and investigations.
• Produce analytics for department meetings.
• Support personal development and onboarding of team members.

Job description

Job Overview

Salary £29,556.80
OTE £34,000.00
Working Hours: Monday - Friday #removed# - Office Based
Free on site parking

As Team Manager, you will be responsible for supporting and resolving customer service challenges and ensuring their team's delivery of a world class customer service.
You'll manage a multi-disciplined team consisting of Inbound and outbound telephone communication channels. This role will be key to ensuring the success and satisfaction of our customer base.

Responsibilities

• Day-to-day, end-to-end management of a Direct Debit team who deal with a variety of outcomes from collecting Direct Debit details, Sales to Retention of customers.
• Taking a hands-on approach to coaching and feedback to ensure the productivity of the team and exceed all relevant KPIs.
• Responsible for Quality Assurance of team outputs.
• Management and implementation of strategic business changes and performance of the team.
• Creating a culture and environment of world class service, empowering the team to take ownership of all customer queries.
• Being an advocating for McQueen's Dairies, feeding back on processes and policies, helping to identify opportunities for improvement.
• Working alongside our Retention, Marketing and Depot teams to improve customer experience and operational functionality.
• Serving as an escalation point for customer queries where needed.
• Planning in monthly 1 to 1's with your direct reports with regular call dip checks to support, develop & help motivate your team.
• Providing return to work meetings & conducting informal & formal Investigations where needed.
• You will be required to produce analytics for department meetings and demonstrate adherence to all KPIs.
• Support team members with their personal development by arranging training and assist with the onboarding of new members of the team.
• Motivating your team to deliver results.

#INDMP